Last Updated: July 1, 2024

Purpose

This Major Disruptive Event Policy outlines how Livjaza will handle reservations impacted by significant, unforeseen events that prevent either the guest or host from fulfilling their obligations. This policy ensures fair treatment for guests and hosts when extraordinary circumstances arise.

Definition of major disruptive events

A Major Disruptive Event is a significant occurrence that disrupts travel or accommodation arrangements. These events are beyond the control of either party or include, but are not limited to

Natural disasters

Example: A hurricane that leads to widespread flooding and infrastructure damage in the area where the accommodation is located. If a guest is unable to travel due to the flooding, or if the host’s property is damaged, this would be classified as a Major Disruptive Event.
Example: An earthquake causing structural damage to the host's property, making it unsafe or uninhabitable.

Health emergencies

Example: A global pandemic leading to government-mandated travel restrictions or quarantine requirements that prevent the guest from traveling to the destination.
Example: A local outbreak of a contagious disease that leads to the closure of accommodations or the imposition of travel bans in the area.

Government actions

Example: A government-issued evacuation order due to an impending natural disaster, requiring the immediate departure of all residents, including guests staying at the property.
Example: A travel ban imposed by a government that prevents entry into the country or region where the accommodation is located.

Civil disturbances

Example: Protests or riots in the area around the accommodation that create unsafe conditions for guests or restrict access to the property.
Example: Political unrest that leads to curfews or roadblocks preventing guests from reaching their booked accommodation.

Significant property damage

Example: A fire that destroys or severely damages the property, rendering it uninhabitable for guests.
Example: An explosion or major plumbing failure that causes extensive damage to the property.

Guest entitlements

Refunds

In the event of a Major Disruptive Event, guests may be entitled to a full refund if the disruption prevents them from using their reservation. This includes situations where the property becomes uninhabitable or if travel restrictions make it impossible for the guest to reach the property.

Example: If a guest's flight is canceled due to a volcanic eruption and they cannot travel, Livjaza will process a full refund for the reservation.

Rebooking assistance

Livjaza will assist guests in finding alternative accommodation if their original reservation is affected by a Major Disruptive Event. We will strive to provide comparable lodging options based on availability.

Example: If a guest’s reserved property is damaged by a flood, Livjaza will assist in finding a similar accommodation in a nearby location.

Travel credit

Instead of a cash refund, guests may be offered travel credit for future bookings. This credit will be equivalent to the refund amount and will be valid for a specified period.

Example: A guest affected by a government travel ban may receive travel credit for future use if they prefer not to receive a cash refund.

Host entitlements and responsibilities

Payout adjustments

Hosts may not receive the full payout for reservations affected by Major Disruptive Events. Adjustments will be made based on the impact of the disruption and any refunds issued to the guest.

Example: If a host’s property is severely damaged by an earthquake, resulting in the cancellation of reservations, their payout may be reduced accordingly.

Notification and documentation

Hosts must notify Livjaza immediately if they are aware of a Major Disruptive Event affecting their property. Providing detailed documentation, such as photos of the damage or official statements, will facilitate the resolution process.

Example: A host should promptly inform Livjaza and provide evidence of damage from a recent fire to support the claim for a payout adjustment.

Procedures for handling Major disruptive events

Guest reporting

Guests must report any Major Disruptive Event affecting their reservation to Livjaza as soon as possible. They should provide evidence such as photos, official notices, or government statements to support their claim.

Example: A guest should contact Livjaza and provide documentation of a government-issued travel restriction affecting their trip.

Livjaza’s role

Livjaza will review the information provided by both the guest and the host to determine the appropriate resolution. This may include processing refunds, offering rebooking assistance, or issuing travel credits.

Example: Livjaza will evaluate the guest’s situation affected by a pandemic to decide if a refund or rebooking is necessary.

Resolution timeframe

Livjaza aims to resolve issues related to Major Disruptive Events as promptly as possible. The timeframe for resolution may vary depending on the complexity of the disruption and the availability of alternative accommodations.

Example: During widespread disruptions, Livjaza will prioritize processing refunds and rebooking requests as quickly as possible to minimize inconvenience.

Exclusions and limitations

Non-covered events

This policy does not cover issues caused by personal circumstances of the guest, such as changes in personal travel plans or other non-disruptive events.

Example: A guest’s decision to cancel a trip for personal reasons, such as a change in vacation plans due to any personal needs, does not qualify for coverage under this policy.

Fraudulent claims

Any attempts to falsely claim a Major Disruptive Event will result in an investigation and potential termination of the account.

Example: Submitting fraudulent documentation to claim a refund will be considered a violation of Livjaza’s policies.

Legal rights

This policy does not affect legal rights and does not preclude guests or hosts from seeking legal recourse if necessary. This Major Disruptive Event Policy ensures that guests and hosts are treated fairly and transparently when unforeseen events impact their reservations. Livjaza is committed to providing support and resolving issues to the best of its ability during these exceptional circumstances.

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